Service Desk Analyst

Role Summary

The Overnight Service Desk Analyst provides critical after-hours IT support for the organization, serving as the primary point of contact during overnight operations. This role requires a high level of independence, strong troubleshooting skills, and sound judgment to resolve incidents, manage escalations, and maintain service continuity with limited on-site leadership.

The analyst supports users across multiple channels, adheres to established SLAs, participates in shift-left initiatives, and performs approved User Access Management (UAM) activities while ensuring security, compliance, and documentation standards are met.

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Key Responsibilities

Overnight Service Desk Support

Serve as the first point of contact for IT support during overnight hours

Provide support via phone, live chat, and self-service ticket submissions

Independently manage incoming incidents and service requests with minimal supervision

Prioritize issues based on business impact, urgency, and SLA requirements

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Incident & Request Management

Diagnose, troubleshoot, and resolve hardware, software, application, and access-related issues

Accurately log, categorize, prioritize, and document all tickets in the ITSM system

Ensure tickets include clear problem descriptions, troubleshooting steps, and resolution details

Escalate incidents appropriately when issues exceed authorization, scope, or skill level

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Escalation & After-Hours Judgment

Act as a frontline escalation point during overnight hours

Identify and initiate escalation for high-impact or critical incidents

Engage on-call technical teams, vendors, or incident management resources as required

Provide timely and professional status updates until resolution or handoff to the next shift

Perform detailed shift handoffs to ensure continuity across support teams

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Shift-Left & Knowledge Utilization

Resolve incidents and service requests using approved Knowledge Base (KB) articles

Support shift-left objectives by handling eligible requests at first contact

Identify recurring overnight issues suitable for:

o Knowledge article creation or improvement

o Process refinement

o Automation or self-service

Provide feedback to leadership on overnight trends and improvement opportunities

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User Access Management (UAM) Support

Perform approved baseline UAM activities, including:

o Identity verification and user validation per policy

o Password resets and account unlocks

o Execution of approved access requests using documented workflows

Ensure all access-related actions align with least privilege principles, approvals, and audit requirements

Escalate exceptions or non-standard requests to IAM, Security, or application owner teams

Maintain precise documentation to support security and compliance reviews

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Customer Service & Communication

Deliver professional, calm, and effective support in a low-staffed, high-impact overnight environment

Clearly communicate technical information to non-technical users

Manage user expectations during incidents and outages with transparency and empathy

Maintain a customer-focused mindset while balancing security and policy enforcement

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Operational & Compliance Discipline

Adhere to ITIL-aligned processes, SOPs, and escalation guidelines

Meet or exceed defined SLA and quality standards

Follow all security, access, and data handling policies

Support audit and compliance activities through accurate documentation and ticket hygiene

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Required Qualifications

2+ years of experience in IT support, Service Desk, or Help Desk environments

Ability to work overnight shifts, including weekends and holidays as scheduled

Strong independent troubleshooting and decision-making abilities

Working knowledge of ITIL principles and service management concepts

Excellent verbal and written communication skills

Proven ability to operate effectively with limited supervision

Experience using ITSM/ticketing systems (e.g., ServiceNow)

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Preferred Qualifications

Experience supporting 24x7 or overnight operations

Familiarity with User Access Management (UAM) or identity-related support

Knowledge of shift-left or Knowledge-Centered Service (KCS) models

Experience supporting financial, regulated, or security-conscious environments

Certifications such as:

o CompTIA A+, Network+, or Security+

o ITIL Foundation

o Microsoft certifications

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Core Competencies

Independent problem-solving

Sound judgment under pressure

Strong documentation discipline

Accountability and ownership

Customer-first mindset

Clear communication

Adaptability during incidents